Bright Pattern
JULY 27, 2018
Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys should not be overlooked.
Brad Cleveland Blog
JULY 27, 2018
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ansafone
JULY 27, 2018
Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a … Does Your Contact Center Provide an Exceptional Customer Experience?
Beyond Philosophy
JULY 27, 2018
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from an leader and from a marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do. The post Are You Using This Communication Tool To Best Effect? appeared first on.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CSM Magazine
JULY 27, 2018
Shep Hyken is blown away by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 27, 2018
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference. Most people think that 99% satisfaction is good enough… but is it? If 99.9% was good enough, then: Two airliners would crash each and every day. The IRS would lose approximately 2 million documents a year.
TeleDirect
JULY 27, 2018
TeleDirect provides five-star customer service to all of our clients. Our business process outsourcing (BPO) call center solutions enable companies to stay connected with customers, improve service, and boost their bottom lines. From insurance firms to healthcare firms and beyond , TeleDirect’s multi-industry expertise is an indispensable element of everyday business operations.
CSM Magazine
JULY 27, 2018
Myra Golden’s original video on handling angry customers has been watched more than a million times on YouTube. In this article Myra shares her updated tips for dealing with the most demanding customers. 1. Create Calm. The first thing you need to do with demanding and unreasonable customers is create calm. Create calm by using anti-inflammatory words and using words that show the customer that getting to the bottom of the problem is as important to you, as it is to them.
Branch Mesenger
JULY 27, 2018
Here is a look at the top headlines we've curated this week about the world of retail, technology and work: ????Status Update: Facebook Loses Billions in Minutes. ??Middle-Class Life Is More Expensive Than Ever. ??Why Retailers Need to Think Like UX Designers. ??Mattel Layoffs Commence. ??Housing Prices Cooling Off? ?Best Buy Should Be Dead. They're Not. ??
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Aspect
JULY 27, 2018
Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center. That’s changing, though. The modern contact center is still the leader in a mission to deliver a positive customer experience, but the evolution of communications technology and the emergence of unified communications have provided agents the support of their entire organizations.
Branch Mesenger
JULY 27, 2018
There are so many great books that relate to the work we do here at Branch, it's almost impossible to keep up. From developers looking to read about the latest in engineering, to our partnerships team reading about the future of the gig economy, it seems there's a book for everyone here at Branch HQ in Minneapolis. There's so much to read. That's why we've decided to start the "Branch Library" which include some of the classic startup titles like Peter Thiel's, Zero To One and The Four-H
TeamSupport
JULY 27, 2018
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.
Jive
JULY 27, 2018
IT security challenges: the frightening new normal for enterprises. With every headline about the latest data breach, enterprises like yours become more aware of IT security challenges. Living in an information economy means you need certain technologies to keep up with the competition. Unfortunately, that same technology renders you vulnerable to attack.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Call Center Pros
JULY 27, 2018
It’s annoying when you need an instant solution to your problem, but you can’t get it. It’s disappointing and you can even think about leaving for other brands. How sad is that? Technology advances every day and because of that, we all have the dream of having all our problems resolved at a click of a button. No matter the difficulty, people want instant solutions and quality experiences.
TeamSupport
JULY 27, 2018
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.
Relay Blog
JULY 27, 2018
When it comes to deciding between the use of chatbot NLP (Natural Language Processing) or. The post Chatbot NLP vs Buttons: Deciding what’s right for your Bot appeared first on Relay.
iCiDIGITAL
JULY 27, 2018
Adobe leads the Customer Analytics field according to the recent Q2 2018 Forrester Wave report. Adobe Analytics allows you to self-explore the data as well as using advanced analytical capability to automate insight discovery, all within a nice UI. . It’s inclusion as part of the larger Adobe Experience Cloud lets you quickly convert that insight into action with Adobe Target and/or Campaign to deliver unique customer experiences at scale and also quantify the marketing lift of those e
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CSM Magazine
JULY 27, 2018
Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is an excellent lesson we all can learn from.
Brad Cleveland Blog
JULY 27, 2018
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if … Continue reading → The post Caution: Don’t View Contact Center Performance Measures in Isolation appeared first on Brad Cleveland.
CSM Magazine
JULY 27, 2018
Asking questions to gather knowledge is a major learning method for employees at all levels of an organization, and it a major responsibility of the manager to help them. Let’s say that in the course of your daily work, an employee comes to you with a situation that she doesn’t know how to handle. She may have tried one or more ways to solve the problem, but they didn’t resolve the situation.
Brad Cleveland Blog
JULY 27, 2018
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Dialer 360
JULY 27, 2018
Any business, customer support is critical. Supporting the customer and make it a healthy relationship between customers and brand. So, listening to customers about their doubts and resolving them. It will increase the customer trust in your business. Interactive voice response is the best way of supporting customer offering them information. They want as soon as they respond.
ShepHyken
JULY 27, 2018
This week we feature an article by David Martin who shares an Amazing customer service experience he had with Allbirds shoe company. – Shep Hyken. Congeniality, proactive problem-solving, and a genuine follow up made me an Allbirds fan. Here’s how Adrianna turned my purchasing gaffe into a textbook customer service experience. So here’s the problem: If you’re a regular traveler, then you know how hard it is to find good shoes for a trip.
inmoment
JULY 27, 2018
At InMoment, we believe that interacting or listening to your customer shouldn’t just take place at a single point; we believe that you should be listening to your customer whenever, wherever, and however they reach out to you. Because this is such a core belief of ours, we are always looking for new, valuable, and relevant ways for you to collect feedback.
Expert insights. Personalized for you.
43 
Let's personalize your content